Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. NLP has made feedback analytics way more accessible. Let’s explore how you can use analytics to revolutionize your customer experience.

Analytics 83

Analytics Customer Experience Management Surveys 83

MiaRec

AUGUST 1, 2023

As you consider Voice Analytics solutions for your contact center, you want to know if MiaRec’s cloud-based Voice Analytics solution is secure. This article will discuss why MiaRec Voice Analytics functionality is available as cloud solution and how MiaRec’s solutions utilize your data. How will MiaRec use your data?

Analytics 75

Analytics Contact Center Customer Experience 75

Eptica

JANUARY 16, 2022

Date: Monday, January 17, 2022 Author: Pauline Ashenden - Demand Generation Manager How data analytics can enhance customer service. Read the full article here on our parent company Enghouse Interactive’s site. Tags: data analytics, Customer Service, ContactBabel Categories: Best Practice. Published on: January 17, 2022.

Analytics 127

Analytics Customer Service Best practices outsourcing 127

ShepHyken

SEPTEMBER 23, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. At first, I thought this article was written for consumers. Then read this article. Here are my top five picks from last week.

Journey mapping 246

Journey mapping Customer Service B2B Analytics 246

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. AI adoption is nascent, but it’s set to soar as more teams turn to chatbots, text, and voice analytics, and other use cases.

Customer Service 246

Customer Service Chatbots Engineering Analytics 246

ShepHyken

AUGUST 10, 2018

This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. These are common examples of sites using predictive analytics catering to individual customer preferences. With the rise of machine learning, predictive analytics is becoming the status quo.

Analytics 168

Analytics Upselling Banking CRM 168

Peter Lavers

APRIL 20, 2021

You can read the article by clicking here. Building B2B trust for more customer-centricity.

B2B 130

B2B Customer centricity Customer Experience CRM 130

JivoChat

FEBRUARY 14, 2023

But to enjoy those data, you need to know how to analyze them, and that’s why marketing analytics courses can help you. Check out the article to know more about it. Best Marketing Analytics Courses 1. The course will present you with effective based marketing analytics tools, so you can segment your clients.

Analytics 75

Analytics Marketing Abandon rate Metrics 75

Lumoa

MARCH 6, 2023

Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar. Final Thoughts Why is Customer Conversational Analytics Important? Customer insights gleaned from feedback can be beneficial in several ways.

Analytics 83

Analytics Feedback Marketing Metrics 83

ShepHyken

JANUARY 9, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. High-Performing Customer Service Teams Use Predictive Analytics by Vala Afshar. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Service 200

Customer Service Analytics Customer Experience Technology 200

NobelBiz

MAY 20, 2021

The post VIDEO & ARTICLE: Benefits of Call Center Speech Analytics appeared first on NobelBiz®. Fred Stacey is one of the most influential voices in the Call Center space, and his culminating experience is helping organizations grow and improve every day.

Call Center 40

Call Center Analytics 40

ShepHyken

AUGUST 28, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. My Comment: Don’t skip this article if you’re not in the contact center world. This is a great article from my friends at Fonolo!

Customer Service 198

Customer Service Contact Center Benchmark Big data 198

MiaRec

APRIL 25, 2023

As a Five9 customer, you may want Voice Analytics and Automated Quality Management (AQM) capabilities without changing your call recording platform. Integrating with MiaRec lets you use Voice Analytics to make the most of your Five9 call recording data. Luckily, MiaRec integrates with Five9’s VoiceStream platform.

Analytics 52

Analytics Quality management Contact Center Management 52

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. by Tara Thomas.

Customer Service 255

Customer Service Chatbots Metrics Contact Center 255

ShepHyken

FEBRUARY 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Can awful airline customer service be overridden with AI and analytics? Here are my top five picks from last week. by Scott Kendrick.

Airlines 195

Airlines Customer Service Chatbots Analytics 195

ShepHyken

DECEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This article looks at the internal customer and the process behind delivering better internal service. Read this article to find out how.

Chief Customer Officer 209

Chief Customer Officer Customer Service Analytics Best practices 209

DMG Consulting

SEPTEMBER 24, 2021

The Transformational Value of Interaction Analytics. View this article on the publisher’s website. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. July 7, 2021 Donna Fluss.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

ShepHyken

FEBRUARY 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: I found this article very interesting. Here are my top five picks from last week. Retail Customer Experience) With nearly 3.8

Customer Service 151

Customer Service Technology Analytics Customer Care 151

ShepHyken

SEPTEMBER 5, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article has three very simple, yet powerful concepts to help improve any company’s customer experience.

Customer Service 0

Customer Service Analytics Customer Care Customer Experience 0

DMG Consulting

APRIL 14, 2023

Interaction Analytics: Listening in on the Omnichannel Customer Journey View this article on the publisher’s website. Interaction analytics (IA) literally listens to (or reads) the voice of the customer and interprets what they are saying (or writing) and how they feel about a company, product, or service.

Analytics 48

Analytics Quality management Enterprise Contact Center 48

CSM Magazine

JANUARY 2, 2024

These VIP patrons demand a personalized and seamless experience, and casinos can meet these expectations by leveraging data analytics. In this article, we will explore how casinos can use data analytics to enhance high roller customer service and ultimately drive business success.

Analytics 52

Analytics Entertainment Customer Service Benchmark 52

CSM Magazine

FEBRUARY 14, 2024

Call analytics help you understand your customers and what they need. Call analytics records info about incoming calls like numbers, how long they last, time of day, and place. Using call analytics to find your best marketing channels makes the most of your money spent on marketing.

Analytics 52

Analytics Marketing Advertising Sales 52

DMG Consulting

JANUARY 24, 2023

Interaction Analytics Helps Companies Hear their Customers View this article on the publisher’s website. INTERACTION analytics (IA) is a must-have solution for enterprises that want to understand and enhance their customer experience. Interaction analytics is the only application that can provide this range of information.

Analytics 62

Analytics Enterprise Quality management Contact Center 62

Call Center Weekly

OCTOBER 10, 2017

Where we last left off, I discussed how queries are a major aspect of Speech Analytics. Well, the good news is that you are not out of luck and that leads us to part three of “Adventures in Speech Analytics”- Ad Hoc searches. Similar to query building, there is a bit of strategy and patience required in order to get the best results.

Analytics 136

Analytics Call Center First call resolution Scripts 136

ShepHyken

JUNE 5, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. This article has a number of tips that are focused on retail, but also includes information that is relevant for B2B types of businesses.

Airlines 185

Airlines Customer Service B2B B2C 185

CSM Magazine

AUGUST 20, 2023

In today’s fast-paced legal landscape, analytics and reporting have become a game-changer for law firms and legal organizations seeking to stay ahead of the competition. Cost Analysis: With the help of analytics, legal professionals can perform a comprehensive cost analysis of each stage of the litigation process.

Analytics 52

Analytics Management Feedback Metrics 52

Tethr

DECEMBER 8, 2021

Tethr has been at the forefront of innovation in the conversation analytics market over the past five years. The conversation analytics market is changing and maturing. The conversation analytics market is changing and maturing. This article originally appeared on PRWeb. They need specific, actionable insights.

Analytics 94

Analytics Enterprise Sales Customer Care 94

OrecX

APRIL 14, 2020

Speech analytics relies on spoken word transcription (from recorded calls) of the customer and the agent to arm contact centers with customer intelligence such as buying behavior, competitive insight and so on. It’s not solely dependent on the capabilities of your speech analytics software or the transcription engine it utilizes.

Analytics 79

Analytics Engineering CRM Contact Center 79

ShepHyken

JULY 11, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We start this week’s Top Five Roundup with an article that shares three simple but powerful ideas. It’s part of the customer experience.

Customer Service 61

Customer Service Average Handle Time Metrics Analytics 61

Customer Service Life

JANUARY 28, 2019

This article originally appeared on the OpusResearch blog on November 16, 2018. Thanks to advances in artificial intelligence, specifically natural language processing, and machine learning, the tide is beginning to turn as voice and chat analytics platforms are becoming more accessible, affordable, and insightful. Voice Analytics.

Analytics 60

Analytics Coaching Engineering Contact Center 60

Help Scout

AUGUST 22, 2023

Today’s support professionals need a specific type of reading skill to comprehend customers’ incoming emails in the high-pressure Read the full article

Analytics 84

Analytics 84

GetFeedback

SEPTEMBER 2, 2019

Our list of the top CX articles of 2019 covers all these topics and more. . Article No. We start our list with this article from The Wall Street Journal. ’ Article No. article, David describes how to leverage the value of relationships in the customer experience journey. March 26, 2019 | David Nour | Inc.

Customer centricity 84

Customer centricity Airlines Finance Technology 84

Mindtouch

JULY 29, 2019

Over the last year, enhancements to MindTouch analytics functions emerged as a top request from our customers. To provide better data analytics within the product, we are adding three new Contribution reports to the MindTouch platform: Site Contributions. Read on for a preview of the upcoming analytics capabilities.

Analytics 94

Analytics Metrics Management Coaching 94

NobelBiz

FEBRUARY 22, 2023

This article focuses on the crucial role of customer data analytics in contact center performance and customer experience. Table of Contents show What is Customer data analytics? Customer data analytics uses customer behavior data to assist in crucial business decisions through market segmentation and predictive analysis.

Analytics 52

Analytics Contact Center Call Center call center workforce 52

CSM Magazine

MARCH 16, 2023

You may be asking what Pi has to do with customer data analytics in contact centres? However, in my mind speech analytics engines are accurate enough to give confidence in the results. Dive into the Unknown Here are 6 ways to implement customer analytics tools to help contact centres to dive into the unknown: 1.

Analytics 52

Analytics Coaching Finance Upselling 52

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

JivoChat

JUNE 26, 2022

In this article, you will discover some of the best copywriting courses available online, which may represent the chance to start pursuing a new career or giving the next step to boost your performance in your current job. . It covers different types of texts, such as blog articles, emails, sales letters, ads, and press releases.

B2C 75

B2C B2B Sales Best practices 75